Overview
Overview
Ticket Timesheet Analysis increases time charged against tickets as well as improves time entry accuracy, leading to fewer invoice disputes. This differs slightly from Timesheet Analysis, which focuses on billable and project time entries.
The key to Ticket Timesheet Analysis is its ability to give your employees feedback on how many ticket minutes they are accruing and where they are making mistakes on their time entries. Clicking on a Ticket Timesheet Analysis score will present you with an entire breakdown of the employee's time and highlight every change the company's time approver had to make before moving the time entry to invoicing.
Ticket Timesheet Analysis calculates employees scores based on minutes charged against tickets and then removes points when time entry mistakes are found. Points are removed for not setting the correct Work Type on a time entry, providing no notes for a billable time entry or having the time entry notes modified by the company's time approver.
Scores for Ticket Timesheet Analysis are calculated each time a time entry is entered. This gives your employees real-time feedback on how well they are performing. Negative points are applied after the company's time approver has made changes to a time entry. Depending on your companies' time entry review cycle, this may occur several hours or weeks after the initial time entry.
How It Works
How It Works
Ticket Timesheet Analysis calculates employees scores based minutes charged against tickets and then removes points when time entry mistakes are found. One point is given for every minute recorded against a ticket. Points are removed for not setting the correct Work Type on a time entryas well as for not submitting your Timesheet by 10:00AM of the first business day following your Timesheet deadline, these will both result in an automatic 25% deduction.
If a time entry is changed by a Time Reviewer from billable to non-billable, the tech receives a 10 point deduction. If a Time Reviewer changes a time entry from non-billable to billable, the tech then has his/her score subtracted by a point for each minute of the time entry.
Any change made to Internal Notes by a Time Reviewer is an automatic 25% deduction and time entry notes updated by a Time Reviewer generatea 10 point deduction. Also,a billable and blank time entry, other than a Travel time entry, will have its points deducted by 50%.
The scores themselves have only a relative value. How one employee compares against another or against the MSP average. There is no perfect score, only the ability to improve one's score or outperform one's peers. In addition to ranking one's scores against one's peers, the scores are also color coded to indicate what percentile one's score ranks against other MSPs.
Documentation & Support
Documentation & Support
Below are resources to help you get the most out of your Nilear subscription. If you cannot find the information you looking for within the resources below, please feel free to submit a query to our forum or contact us directly to resolve your issue.
Download the Ticket Timesheet Analysis PowerPoint Slides for an explanation on how to maximize your score:
TicketTimesheetAnalysis
Ticket Timesheet Analysis quick tips:
- Time Sheets points are accrued by minutes charged against tickets
- Vacation and holidays add no value to your Time Sheet score.
- Any time an administrator modifies a Time Entry, either due to changing Work Type or by updating the text, you will be deducted points.
- You will be deducted points for not submitting your Timesheet by 10:00AM of the first business day following your Timesheet deadline.
- Don’t spend two hours on an issue and not track it to a ticket.
- When creating a ticket to track your work, it is advantageous to perform the work against a Client
- Select the correct work type: “Onsite”, “Remote”, “Communication”, “Admin”, “Emergency”, etc.
- Write clear and well-written notes that will not need to be corrected.
- Submit your Time Sheets on time.
